News

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  • Offshoring Call Centres: For or Against? News Article   Fri 15 Feb 2008 13:04 If your organisation has sent your call centres abroad — or plan on doing so to contain costs — how can you ensure your call centre operations maintain a level of service consistent with your brand and message?
  • The future of customer service News Article   Fri 15 Feb 2008 11:15 Mobile technology is changing the way consumers search for answers.
  • New survey uncovers inconsistent local government targets News Article   Tue 12 Feb 2008 07:50 Inconsistent local government contact centre service level targets, study reveals.
  • Gas Firms Urged on Customer Care News Article   Tue 5 Feb 2008 11:59 Citizens Advice has called on utility companies to improve their customer service after a report found many companies were failing consumers in this area.
  • UK Banks: poor online customer services, study reveals News Article   Mon 4 Feb 2008 16:08 A new study of 52 leading European financial services companies reveals poor levels of online customer service provided by UK banks and building societies.
  • Monitoring the Quality Monitors News Article   Fri 1 Feb 2008 10:47 What you need to know about quality management and liability recording solutions.
  • 2008 Contact Centre Challenges News Article   Fri 1 Feb 2008 10:26 In the next five to 10 years, contact centres will become one of the most important revenue-generating departments.
  • TUPE could leave workers empty handed News Article   Mon 14 Jan 2008 12:02 TUPE can catch global transfers, but British workers could be left jobless.
  • Speech Self-Service a Top Priority in 2008 News Article   Thu 10 Jan 2008 11:11 Companies are beginning to see the technology as an essential part of customer service strategy.
  • UK Call Centre Market Grows 3% in 2007 News Article   Mon 7 Jan 2008 12:34 Market and Business Development report says number of call centres in the UK is believed to have increased to 6255.
  • Five offshore outsourcing predictions for 2008 News Article   Tue 1 Jan 2008 11:25 Plenty of change lies ahead in the area of offshore outsourcing, which has evolved from a little-used practice to a mature industry in less than 10 years. Here are five predictions for offshore outsourcing in 2008...